Common Troubleshooting Issues

The license isn’t working

Possible Issues

Internal Server Error:

SSL interception issue:

  • Take the following steps:

    1. If you see Internal Server Error and/or SSL errors in the logs, your organization may be using SSL interception to identify threats and you will want to configure your environment to use the root CA of your organization to validate the HTTPS routes.
    2. If you open certmgr and go to Trusted Root Certification Authorities, you should see a cert related to you organization. Export this to a known location.
    3. Typically this is recorded in DER format (*.crt) and will need to be converted to a .pem file. You can use OpenSSL to do this with openssl x509 -inform der -in cert.cer -out cert.pem.
    4. Then set your environment variables to point to the .pem file for:
      • a. REQUESTS_CA_BUNDLE used by Python's requests package.
      • b. SSL_CERT_FILE used by openssl and other libraries like httpx or urllib3
    5. Restart the software and you should now see the auth.dersec.io login page.

  • License expired:

  • License file

Can't connect to my device

Possible Issues

  • TCP/IP address is not correct:

    • Make sure, you are entering the correct IP address and Port in the open device form

    • Make sure, you are on the same LAN network and are able to ping the IP address of the device from your workstation.

    • Solution: Contact DERSec Support at support@dersec.io.